Senior Customer Service Lead & Trainer
Pavago
•Remote
About The Position
We’re hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers. This is not just a supervisory role — you will own team performance, training systems, and service quality. You’ll be responsible for turning a group of agents into a high-performing, consistent, and accountable team. If you’ve led remote teams, built training systems, and improved performance — this role is built for you.
Requirements
- 10+ years experience in customer service leadership
- Proven experience managing remote/offshore teams
- Strong English communication (verbal + written)
- Experience with customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
- Experience with VOIP/call systems
- Strong ability to manage priorities in a remote environment
Nice To Haves
- Experience supporting U.S.-based customers
- Background in facility management, energy, or tech-enabled services
- Experience in startups or scaling teams
- Experience building training programs from scratch
Responsibilities
- Lead and manage offshore customer service agents
- Monitor team KPIs and daily performance
- Provide structured coaching and feedback
- Handle escalations and complex customer issues
- Drive accountability and performance improvement
- Own onboarding process for all new hires
- Develop and maintain training materials, SOPs, and call scripts
- Conduct call reviews, quality audits, and coaching sessions
- Ensure new hires ramp quickly and effectively
- Maintain high standards across phone support, email/chat channels
- Ensure consistency in tone, accuracy, and service quality
- Improve CSAT and customer experience outcomes
- Standardize service delivery across the team
- Identify gaps in workflows and customer experience
- Work cross-functionally to improve systems and processes
- Reduce escalations through better training and systems
- Build scalable support processes
- Use customer service platforms and VOIP systems
- Track and report on CSAT, response times, resolution rates, and agent productivity
- Ensure accurate documentation and SOP adherence
- Review team performance and KPIs
- Coach agents and provide feedback
- Conduct call reviews and QA checks
- Support onboarding and training sessions
- Handle escalations and complex cases
- Collaborate with internal teams on improvements
Benefits
- Full-Time, Remote position
- U.S. Business Hours (EST)
- High ownership of team performance and outcomes
- Direct impact on customer experience and retention
- Opportunity to build and scale training systems
- Leadership visibility and influence across operations
- Growth path into senior operations or CX leadership roles
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
